Please read the following in case you encounter problems after your parcel has been shipped out:
My parcel is damaged / has some items missing. How do I file a claim?
As with all claims, evidence is always needed.
Before you open your parcel:
Inspect the box first for signs that it has been opened up or damaged.
Take clear pictures of the sealed openings on the box (that’s usually the top, and bottom of the parcel). Photograph the damages if any.
Open your package gently. If you’re using a pen knife, do not push it in too deep as you may cut into the contents.
Snap another top view picture of the layout of the contents in the box
Check all items as soon as you can.
If items are damaged, photograph the damage. If a part of a set / item is missing, photograph the parts that you did receive. If there is a sticker label with numbers on it, that is usually the identification label used by the warehouse to identify items, photograph it as well. Do not dispose the product packaging until the case is closed.
Send all your photos to me with explanations about the problem and I’ll get it looked into as soon as possible.
If there are problems with your parcel, contact me within 2 weeks from the projected deadline that you are supposed to receive your parcel. Otherwise, I assume that you have safely received your parcel with no problems, and that concludes the end of our transaction.
If the exterior of the package is damaged, and the contents are damaged or missing as a result, I can file a complaint / compensation to the courier company or post office.
If contents are missing, but the parcel is intact, the missing item will be sent out if found, or you will get a refund.
Word of caution: it is generally very difficult to claim for damages and missing parcels from the postal service.
I would like to assure that all packages are carefully packed, with generous usage of boxes and bubble-wrap where necessary. Many different people/companies are involved in the shipping process and it is difficult to pinpoint the blame. Sometimes the item is already damaged during domestic shipping and it is missed during the inspection. Even if the claim is successful, if the value of the parcel has been marked down, the compensation amount is very little.
I will do my best to protect your interests, but if I fail to secure a claim for you, please understand that I have tried my best.
For packages shipped from China, you can insure your whole package for a small fee. Refer to this page for details, under the section "Can I insure my package?". If you have had shipping problems before or your country's postal service is not very good, this is strongly recommended.
I haven’t received my parcel / Tracking states that parcel is delivered but I haven’t got it / Tracking states that parcel is being delivered to a different address…
For all delivery-related issues, contact your local post office / courier to make inquiries using your tracking number as soon as you can. If your parcel is supposedly signed for, do also check with your family / neighbour / landlord / dormitory-in charge to see if they signed for your parcel while you were away.
Do not wait for the post office to contact you! I have had returned packages from customers because the postmen don't leave a notice for failed deliveries and the package was returned after the claim period. Please check the tracking status of your package regularly until you receive it!
Customs got my package and is asking for the invoice.
Do email me and I’ll get it prepared for you. Prices of items can be marked down according to your request.
There’s a quality problem with my purchase. Can I get a refund / exchange?
Please take clear photos of the problem areas and email them to me.
I will try my best to help you get some form of compensation, but I can’t guarantee it. Once a transaction on Taobao ends (it closes automatically about 15 days after the seller posts out the item if no complaint is lodged), and usually it ends before the recipient receives the package due to the long duration of overseas shipping, the seller has no obligation to entertain complaints and refunds, and the outcome really boils down to the seller’s ethics. Unfortunately, they usually aren’t willing to send out a replacement with free international shipping because it’s too costly.
Here are examples of problem cases I encountered and their somewhat successful outcomes:
Platform shoes fell apart completely, the seller gave a full refund
Dress had a streak across the print of her skirt. The seller exchanged the dress, was willing to pay for the spoiled dress to be airmailed to China, but the buyer had to pay for shipping back.
Received a wrong wig (both wigs were the same colour but in different styles), and was offered a 50% discount on the correct wig to be sent out.
Less desirable outcomes:
Received a dress with small holes. The seller ignored my complaint.
Received a costume that was way shorter than requested length. Seller offered to fix it for free but was unwilling to pay for shipping there and back.
Received two cardigans that were labelled XL but turned out to be really XS. The seller ignored my message.
Please be reminded that as stated in my General FAQ, we don't do in-depth quality checks. Therefore, I’d like to remind buyers to only choose items from reputable sellers as they are less likely to send you substandard goods or provide substandard service.
Why is the weight on the package label is different from what you quoted me?
That could happen because the post office / courier company uses different weighing machines from the packaging personnel. In addition, shipping costs are initially charged according to the weight of each item added up together. If the packers manage to reduce a significant amount of unnecessary packaging during packing, they could reduce the package’s weight by quite a bit. Usually the difference is not huge enough to warrant a different shipping fee (especially for express couriers that charge per 500g), but if you think the difference looks significant, email me and I’ll check it out and get you a refund for the difference in shipping fees if necessary.
Even if you receive your package with no issues, please inform me. It matters to me that you get your items safely, so I’d really appreciate an update. And then please leave feedback for me on my personal feedback journal and eglfeedback (if applicable). I’ll be happy to leave you feedback in return if you drop me your link!
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